Customer Services Assistant

Eau Claire Public Library; Eau Claire (WI); Hybrid; USD 42,000 - 46,000; Full time

Job summary

L.E. Phillips Memorial Public Library in Eau Claire is seeking a full-time Library Assistant focused on customer service, desk area supervision, and accurate circulation transactions.

The role includes checking materials in/out, processing cards, and maintaining courteous interactions with patrons. The position reports to the Customer Services Manager, offers daytime hours with one evening per week and rotating Saturdays, and requires strong organizational skills and the ability to supervise

Qualifications

• High school graduate or equivalent is required.
• Library experience preferred.
• Experience in general computing, hardware, software and Microsoft Office is required.
• Experience in library automation is preferred.
• Supervisory experience preferred.

Responsibilities

• Provides a welcoming presence for library customers and assists customers in using library services and technology.
• Checks materials in and out using automated library systems.
• Oversees Desk Clerks and Pages and assigns individual tasks as needed.
• Maintains and processes data for statistical reporting as assigned.
• Prepares and counts daily cash and processes customer payments.
• Serves as manager-on-duty on a rotating basis.
• Assists in training of new staff and volunteers.
• Maintains professional communication with customers and staff.

Skills

Customer service

Supervisory skills

Independent judgment

Library procedures

Staff collaboration

Time management

Education

High school diploma or GED

Tools

Microsoft Office

Library automation software

Job description

The L.E. Phillips Memorial Public Library is seeking an outgoing, enthusiastic and detail-oriented Library Assistant who has a passion for public service, exemplary customer service and strong organizational skills. The position will assist customers by performing a variety of tasks to ensure the successful operation of the public library including checking materials in and out, processing library card applications, maintaining correspondence with customers, and oversight of library Desk Clerks and Pages. The well-qualified candidate shall demonstrate good judgment and initiative, possess a working knowledge of library materials and procedures, be a reliable team player with a strong commitment to customer service, and demonstrate supervisory skills.

This is a full-time, non-exempt position, 40 hours per week. The starting wage is $20.33 per hour. The proposed schedule includes primarily daytime, with one regular evening per week and rotating Saturday hours.

L.E. PHILLIPS MEMORIAL PUBLIC LIBRARY

Job Description

DEPARTMENT: Library

TITLE: Assistant

DIVISION: Customer Services

REPORTS TO: Customer Services Manager

DATE: September 2026

STATUS: Nonexempt

SUMMARY

Under general supervision, this position exists to perform customer service, technical, organizational, and clerical tasks that maintain the efficient flow of materials through Customer Services. This position is responsible for the overall daily workflow in the absence of the Customer Services Manager and Customer Services Supervisor.

EDUCATION/EXPERIENCE/TESTING REQUIREMENTS

• High school graduate or equivalent is required.
• Library experience preferred.
• Experience in general computing, hardware, software and Microsoft Office is required
• Experience in library automation is preferred.
• Supervisory experience preferred.

QUALIFICATIONS

• Excellent customer service, including poise in stressful situations.
• Supervisory skills, including coaching and training skills.
• Ability to use independent judgement to resolve problems within the scope of assigned duties.
• Working knowledge of library procedures and ability to follow these procedures.
• Ability to establish and maintain positive, effective working relationships with staff and the public.
• Ability and initiative to work independently and efficiently with minimal direction. Ability to prioritize and multitask.
• Ability to apply organizational, and time management skills.

ESSENTIAL FUNCTIONS

• Provides a welcoming presence for library customers. Assists customers in using library services and technology, finding library materials and understanding library policies and procedures.
• Checks materials in and out using automated library systems.
• Contributes to an orderly and visually appealing library through the shelving of materials and light cleaning.
• Assists customers in using the self-checkouts. Troubleshoots the self-checkout machines when needed.
• Follows procedures for renewals, reserves, overdue materials, fines, and claimed returned materials.
• Oversees the Automated Materials Handling (AMH) system, including troubleshooting errors, communicating with vendor support and cleaning.
• Fills, packs, and lifts courier bins and maneuvers full library carts and dollies.
• Processes and updates customer applications, address changes, and other circulation tasks in a multi-library system.
• Assists customers in using meeting rooms, including making reservations, checking and checking out of rooms and using meeting room technology.
• Maintains and processes data for statistical reporting, as assigned.
• Serves as manager-on-duty on a rotating basis. Addresses customer concerns or staffing issues that require immediate attention. Supervises Pages and Desk Clerks and assigns individual tasks as needed. Assists in training of new staff and volunteers.
• Maintains professional communication with customers, MORE libraries, other divisions, and other entities via phone, email or letter to resolve and answer questions.
• Facilitates movement of materials between different entities.
• Provides feedback to manager regarding performance of Pages/Desk Clerks.
• Prepares and counts daily cash. Processes customer payments.
• Reviews, tracks and processes requests and materials for interlibrary loan following all established procedures. Reviews and maintains interlibrary loan user records.
• Assists in writing and reviewing Circulation unit procedures. Assists in communicating changes to Desk Clerks/Pages as needed.
• Handles search process; missing/damaged item recovery; and maintenance of supplies, forms, and merchandise as assigned by the Circulation Manager.
• Communicates effectively, professionally and honestly with all Library staff and Library visitors, including both written and verbal communications, following Library procedures as needed.
• Assists circulation work flow processes at any level when need arises to enable the completion of daily duties or assigned tasks.
• Facilitates changes to tasks, procedures and policies.
• Maintains prompt, predictable, and regular physical attendance.
• Responsible for maintaining a safe, secure, and orderly public space within the library building and grounds.
• Contributes to a positive, team-oriented work environment by being helpful, respectful, and approachable to both staff and the public.

NONESSENTIAL FUNCTIONS

• Serves on staff committees.
• Participates in special events or outreach, as assigned.
• Participates in professional development activities.

WORK ENVIRONMENT/PHYSICAL DEMANDS

Work involves frequent pushing, pulling, lifting, and carrying of up to 11-50 pounds. The employee must regularly push and pull carts loaded with up to 250 pounds. Work varies between sedentary (sitting) with frequent walking and standing. Occasional bending, squatting, twisting, climbing, and reaching motions are required.

LANGUAGE SKILLS

Must be able to read, write, give, follow, and comprehend verbal and written instructions. Must have effective oral and written communication skills to communicate productively with staff and customers.

SUPERVISION/DIRECTION RECEIVED

• Customer Services Manager
• Supervisor, Customer Services

SUPERVISION/DIRECTION EXERCISED

• Desk Clerks, Customer Services
• Pages, Customer Services